Client can't reach my production webserver. It's their ISP's fault, but now what?

Posted by MikeN on Server Fault See other posts from Server Fault or by MikeN
Published on 2010-06-16T17:05:03Z Indexed on 2010/06/16 17:12 UTC
Read the original article Hit count: 237

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networking

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ping

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isp

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traceroute

I have a customer in Michigan who can't access my production SaaS webserver that is hosted on Slicehost. All other companies across the US/Canada/Europe have no problem reaching the site. This problem is occuring intermittantly, and Slicehost customer service says it's a problem with the client's ISP.

I got the IP address of my client, and ping'ing that IP address from my PROD server fails, but ping'ing the IP address from my dev box or our seperate blog server (also hosted on slicehost) works. How do I debug a problem like this? I asked the client to reach out to their local ISP and ask about this problem.

A traceroute shows that the packets are getting stopped on a Comcast Michigan node which is the client's ISP. Is there anything I can do additionally to fix this problem for my client?

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